Five-minute brief of the rental OS as a product people use — not a tech stack dump. Hero build is Tier 2 · Platform + CRM. Tier 3 Extras A–E tagged so you don’t confuse altitude with the painkillers.
Not for the client. Locked commercial frame: Tier 2 A$69k / 12–14 weeks · no GST.
| Type | Who | Why | Action |
|---|---|---|---|
| Integrity | M. Nguyen | Stripe A$69 vs platform A$89 | Open audit |
| Dunning D20 | J. Hale | Call before terminate | Call script |
| Job overdue | Delivery DJ-204 | Past 3–5 day window | Reassign |
| Task | Amy Cole | Confirm swap fee | Close task |
This is the morning screen. Ops opens it and sees what needs a human today — failed payments, integrity alerts, overdue jobs, and tasks. It is not a vanity chart wall. It is a to-do list for the rental business.
Every renter lives in one record: contact, addresses, rental history, messages, tasks, and policy actions. Ops stop hunting across GHL, Airtable, and Shopify. Phone-ups and website signups land in the same place.
This is the boss of money. Weekly rates, step-downs, bonds, fees, and cancel rules live here first. Stripe only collects what the platform tells it. If Stripe disagrees, the desk gets an alert — silence is the failure mode we kill.
Kade asked Nick to look into Stripe + step-down reliability (the “boring bits” that lose money day to day). Locked answer: Postgres SoT for price/tenure/policy; Stripe Checkout + Customer + Subscription as processor only; one-way idempotent pushes; pending-not-billing until delivery+GCR; signed webhooks; integrity sweeps with desk alerts; manual/legacy exempt. Ready to build — not a research open.
The customer path: pick gear, pick a plan, pay bond, prove ID, then become “ready for delivery.” Ops can also start a rental by hand for phone or commercial deals without breaking the same rules.
Every machine has a home: warehouse, status, service notes, and a GCR code. You can see what is free, on hire, or in service. Drivers can add or remove gear in the field when the job needs it.
Delivery, pickup, swap, and service jobs sit in one board. After bond and ID clear, the 3–5 day delivery window starts. Ops assign zones or drivers; the job carries the proof the business needs before billing starts.
A simple phone screen for the field. Drivers see only their jobs, talk to the customer about the window, capture GCR and photos, and finish the job. They never see payment controls.
The renter’s login: see the rental, update the card, ask for cancel or swap, download invoices, and open basic training content. Self-serve for the easy stuff; hard policy still follows the rules.
Business texts live on the customer record (Twilio). Inbound and outbound in one thread so ops answers from the same screen he manages the rental. Standard number port is in Tier 2; a messy carrier/GHL fight is a named change order.
When money or machines look wrong — price drift, rogue cancel class issues, failed pays — the desk gets a clear alert with an audit path. Humans fix; the system stops pretending everything is fine.
Outstanding work lives in the platform and can sit on a customer or a job. Assign it. Close it. No more sticky notes as the operating system. (Gmail inbox sync is Scope 3 — not required to run day-to-day.)
Simple truth for owners and ops: revenue basics, low-stock / reorder signals, and the lists you need to run the week. Enough to steer. Not a science project.
Who can do what: owner, ops, maybe a VA. Desk powers stay separate from portal and driver doors. Staging and production sit here in spirit — change carefully, promote after Nick verifies.
A helper that summarizes an integrity mess or drafts a reply. It does not cancel rentals or move money on its own. A human still presses the scary buttons.
Deterministic integrity sweeps + NL reporting ship in Tier 1 per brief. Tier 3 adds growth engines — not a second NL product.
Tier 2 kills GHL and rebuilds chatbot natively (or first-class wired) — conversations log to CRM. Not Tier 3.
Not in any tier unless named extra. Outstanding tasks stay in-platform in Tier 2.
A: franchise tenants + rollup. B: AI geo websites/LPs (≤3). C: AI ad studio. D: AI cold email. E: gym prospecting + D2D visit OS.